[rt-users] RT Slow Ticket Updates

Varun Vyas varun.vyas at elitecore.com
Wed Jul 1 04:20:56 EDT 2009

Hello All

My RT version is 3.6.3 os version and configuration on my application 
server is as follows

 *Linux rt.xxdomain.com 2.6.9-5.ELsmp #1 SMP Wed Jan 5 19:30:39 EST 2005 
i686 i686 i386 GNU/Linux
 Red Hat Enterprise Linux AS release 4 (Nahant)
Linux version 2.6.9-5.ELsmp (bhcompile at decompose.build.redhat.com) (gcc 
version 3.4.3 20041212 (Red Hat 3.4.3-9.EL4)) #1 SMP Wed Jan 5 19:30:39 
EST 2005
We have *Perl 5.8.8* in our system and *DBIx::SearchBuilder 1.49* and 8 
gigs of RAM

And on database server we have
*Linux eliteweb 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT 2003 i686 
i686 i386 GNU/Linux
Red Hat Enterprise Linux ES release 3 (Taroon)
Linux version 2.4.21-4.ELsmp (bhcompile at daffy.perf.redhat.com) (gcc 
version 3.2.3 20030502 (Red Hat Linux 3.2.3-20)) #1 SMP Fri Oct 3 
17:52:56 EDT 2003

*with 2 gigs of RAM.

Joop wrote:
> Varun Vyas wrote:
>> Hello All
>> In my RT application my creating, updating and closing of tickets are 
>> very slow and takes almost 20 sec to insert a ticket and nearly 35 
>> seconds to update a ticket. We have applied many changes on our 
>> database side and application side too. But still our RT application 
>> is not stabilized. We have oracle 9i as our database with indexing 
>> enabled and we also have implemented COMPUTE stats gathering and 
>> apart from that we have also tried to trace SQL for finding the cause 
>> that which queries are taking long time. But still we are not able to 
>> find the cause of sluggishness. And i need to know if anyone has 
>> faced such kind of performance problem before and if yes then where 
>> should i look for improving my performance. And make RT more responsive.
> We skipped Oracle9i as a production platform and went from 8i to 10g. 
> We had a few customers who ran 9i but can't say if they had 
> performance problems which were related to 9i specifically. As already 
> suggested you can turn on sqltracing in the DBD and/or DBI layer. 
> Check the documentation of DBI and DBD(::Oracle).  Further you could 
> use the info inside the SGA to findout which queries are running real 
> slow by either using Statspack of EnterpriseManager.
> As a last resort you could install an instance of OracleXE, which in 
> essence is Oracle10g, and see what kind of performance you get with 
> that. Keep in mind though that XE has a few limitations on database size.
> What I and probably the rest of the list would like to know is what is 
> your hardware config and what is your software config, OS/perl 
> versions etc.
> It could be that someone knows that your config combinations is 
> problematic, now we're all shooting in the dark hoping to hit the 
> magic button.
> Regards,
> Joop

Thanks & Regards
Varun Vyas
Software Engineer - Automation
Elitecore Technologies

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